Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 331:

  Which of the following statement about the service owner is INCORRECT?

  A. Carries out the day-to-day monitoring and operation of the service they own

  B. Contributes to continual improvement affecting the service they own

  C. Is a stakeholder in all of the IT processes which support the service they own

  D. Is accountable for a specific service within an organization

  Correct Answer: A

• Question 332:

  Which Functions are included in IT operations management?

  A. Network management and application management

  B. Technical management and change management

  C. IT operations control and facilities management

  D. Facilities management and release management

  Correct Answer: C

• Question 333:

  Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

  A. Availability management

  B. Capacity management

  C. Business relationship management

  D. Service catalogue management

  Correct Answer: C

• Question 334:

  Which stage of the change management process deals with what should be done if the change is unsuccessful?

  A. Remediation planning

  B. Categorization

  C. Prioritization

  D. Review and close

  Correct Answer: A

• Question 335:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change management

  B. Service transition

  C. Service strategy

  D. Service design

  Correct Answer: D

• Question 336:

  Which of these recommendations is best practice for service level management?

  1.

  Include legal terminology in service level agreements (SLAs)

  2.

  It is NOT necessary to be able to measure all the targets in an SLA

  A. 1 only

  B. 2only

  C. Both of the above

  D. Neither of the above

  Correct Answer: D

• Question 337:

  Which statement about the service portfolio is TRUE?

  A. The service portfolio includes ail services except those managed by third parties

  B. It is an integral part of the service catalogue

  C. It allows the organization unlimited resources when planning for new service deployments

  D. It represents all resources presently engaged or being released in various stages of the service lifecycle

  Correct Answer: D

• Question 338:

  Which of the following statements describes the objectives of service asset and configuration management?

  1.

  To identify, control, report and verify service assets and configuration items (CIs)

  2.

  To account for, manage and protect the integrity of service assets and configuration items

  3.

  To establish and maintain an accurate and complete configuration management system

  4.

  To document all security controls together with their operation and maintenance

  A. 1 and 2 only

  B. 1, 2, and 3 only

  C. 1, 3 and 4 only

  D. All of the above

  Correct Answer: A

• Question 339:

  What type of record should you raise when a problem diagnosis is complete and a workaround is available?

  A. A service object

  B. An incident

  C. A change

  D. A known error

  Correct Answer: D

• Question 340:

  Which two elements of financial management for IT services are mandatory?

  A. Budgeting and charging

  B. Accounting and charging

  C. Budgeting and accounting

  D. Costing and charging

  Correct Answer: C